Help Desk Analyst L2

Help Desk Analyst IIPosition at Zones LLC. Company Overview: When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's really only one: Zones – First Choice for IT. TM Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done.Position Overview: Term: 3 weeks Location: Dallas, TX Pay: up to $33.65/hour, commensurate with experience Hours: Monday – Friday 8-5 pm local time.What you'll do as the Help Desk Analyst II:Be the first point of escalation for tickets from the Tier 1 teamMaintain the onsite Tech Bar hubProvide in-person support of user issues and escalations to the team as neededTroubleshoot hardware, software, and access/permissions issuesTroubleshoot issues with integrated systemsManage shipping and receiving equipment to/from remote WorkersProvide asset management and reconciliation servicesEstablish relationships with all internal Technology Teams to transition additional tasks as neededContinue maintenance of the knowledge transfer documentsWhat you'll bring to the table:Minimum of Associates Degree preferred in computer/IT related field and 2+ years experience in a technical support role.Self-discipline. Must be self-disciplined and be able to prioritize tasks in order to meet deadlines, deliver solutions by the promised date, and stick to a task until it's finished.Excellent problem-solving skills. Must be an excellent problem solver, able to see a problem through until its resolution. Candidate must be willing to work until the solution is satisfactory and the customer is happy.Attention to detail. Must have great attention to detail to be able to detect tiny miscalculations and errors. Needs to be patient enough to go through every detail to detect the source of any glitch.Great communication skills. Must have great listening skills as well as the ability to explain technical concepts to customers that are not technical.Passion for technology. Should always stay up to date on the latest tech developments.Ability to configure and troubleshoot email clients such as Microsoft Outlook.In depth knowledge interacting with a variety of hardware and software platforms, including Microsoft Windows operating system, MAC OS, and associated peripherals.In depth knowledge of the Microsoft O365 suite of applications * - Word, Excel, PowerPoint, Outlook, etc.Experience with ticketing softwareFamiliar with EDR/anti-virus/ Malware protection management.Google Workspace awareness/experience preferredGoogle Meet experience preferredLogitech knowledge preferred but not requiredZones offers a comprehensive Benefits packageWhile we're committed to providing top-tier solutions, we're just as committed to supporting our own team. As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state-mandated sick leave, along with other benefits designed to support your well-being and work-life balance. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. At Zones, work is more than a job –with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you! All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy. Zones participates in E-Verify. E-Verify is a system that compares information from a team member's Form I-9 to federal records to confirm their eligibility to work in the United States.